NATIONWIDE, TEXAS -- I needed a CPAP machine and am covered by a Humana Obamacare plan. As I had met my maximum out of pocket for the year, Humana should pay 100% of allowed claims. Unfortunately Humana have an exclusive contract with Apria Healthcare: when I went to get the machine they refused to give it to me unless I gave them a credit card number. They told me that this would not be charged as it was only to make sure that I would return the machine at the end of the rental period. Liars!
Although I was reluctant to give them my card, there was no way I could get the machine I needed without, as Humana will not allow me to go elsewhere. Suddenly I get overdrawn warnings from my bank (and a stack of $27.50 charges) although there should have been around $250 left in it. Without any warning, and without sending any bill to me, Apria just decided to charge my card for $249. That was on December 12th, leaving me without any money to buy food, gas, or other essentials, until January 3rd.
On contacting them they refuse to refund it, claiming that there was a balance due on the amount paid by Humana, without explaining why or sending me a bill. In fact to contact Apria Billing about the matter you have to enter a number from the bill (the one they never sent me)!
JOPLIN, MISSOURI -- It is now Dec 14, 2015, I first contacted Apria about getting a replacement cPap Machine around Oct 13, 2015. I was told they would contact my insurance for eligibility for a new cPap. I went back to the local office near the end of October to check on the status. I was told I need a prescription from my Dr. I went and got the prescription and hand delivered it to the office. I next went into the office around Nov 12th and was told they needed me to see my Dr and he needed to send in a letter requesting the cPap. I see my Dr and the paperwork gets sent to Apria.
Nov 24th I was told the prescription had to be dated on or after the Dr visit. Done. Today I call and am told the Dr did not word his letter exactly like they needed (btw they sent the Dr.'s office what they needed, and I was told after they got the letter that is was what they needed).
After 5 contacts with Apria, they don't even know if they will have me a cPap before the end of the year. I am glad my life does not require a new machine immediately. I sincerely hope they get other life-critical medical supplies out in a timely manner. I am checking with my insurance for another in-network supplier.
UPDATE just got off the phone with Apria, they are going to see what they can do to get this resolved. I wished him luck.
CHARLOTTE, NORTH CAROLINA -- My husband was prescribed oxygen for pneumonia in the hospital in Santa Fe. We waited over four overs for the delivery after discharge, the case manager and I both made numerous calls to customer service. They were supposed to deliver oxygen to our home in Charlotte on midnight upon our return from Santa Fe. Of course, they did not even though I had confirmed the delivery by phone en-route. We made several frantic after hour calls to the local and national emergency Numbers only to be told to leave a message and they would call us back in the order our call was received.
Fortunately the nurse who accompanied us was able to leave her concentrator for us to use during the night. Finally, the next morning the dispatcher called and said someone would be right out. Three hours later it was delivered. Two days ago we notified the Local office that it was no longer required. We still have the equipment. The equipment sat at the hotel in Santa Fe for 6 days. We think this a scam to charge Medicare for every day we have the equipment even though it is not required. Do not do business with this company, ever!!!
TACOMA, WASHINGTON -- I have just sent this to Apria customer service: This is our second day of waiting for someone to pick up an oxygen concentrator and oxygen tank that is being returned. We spent yesterday at home waiting for a scheduled pickup and no one came. When my wife called (and waited for 45 minutes on the phone for an answer) she was told that someone had come to the house and no one was home.
The problem is, we cancelled several appointments in order to stay home! Then we were told the equipment would be picked up today between 10 and 2:15. Once again we had to cancel plans to stay home and wait for your driver. It is now 1:30 and no one has shown. My wife just called and was told the driver will not be here before 3!
From the day we started dealing with Apria your customer service has been non-existent. Scheduled times come and go with no contact to the customer. Wait times on the phone stretch out to well over half an hour. You have managed to create a customer service organization that makes Comcast look good.
I feel badly for your employees because I imagine the problem is management and not the people who work day-to-day to make your mission statement something more than the apparent joke that it is. We shall take every opportunity to use social media to inform people of the type of service they can expect from Apria.
FAIRFIELD, CALIFORNIA -- I was just contacted (and recorded) by this business. I was referred to Apria by Sutter Health (in Fairfield). The associate I spoke with was filling an order for a CPAP machine. During the discussion she told me that for Aetna (my insurance provider) Apria has a policy of billing for 11 months after which I will own the unit. I have already met >90% of my personal deductible for the year, so this just pushes more cost onto me as a customer when the rental charges flow into next year.
I declined their kind offer and asked that Sutter Health refer me to another provider. Having reviewed this company online it is hard to imagine why Sutter Health refers patients to Apria, or why Apria can survive based on its merits. The other reviews are terrible.
LOUISVILLE, COLORADO -- On February 3 I called in to Apria to get a replacement mask for my CPAP. It has taken 75 days, more than 30 phone calls, HOURS sitting on hold, and numerous dropped calls; which then meant that I had to call back in, sit in the phone queue and on hold for up to forty minutes, just to talk to someone that would ask me a bunch of security questions, then transfer me to someone that would again ask me the very same security questions. Their "Customer Care" department is a total joke. If you have a choice, go with another vendor for your supplies.
SACRAMENTO, CALIFORNIA -- It started in August with a call to place an order for CPAP supplies. At first it seemed like a simple process and then the wheels fell off the wagon. I called the 1st of September for the tracking number for the shipment and was told I would have to talk with the billing department. No order had been placed. I was told I needed a new prescription, a face to face documentation and numerous other requirements. I complied with their request and called back again to check. Still no orders placed, and now new requirements.
Now it is the middle of September. I was told the order had been processed and to call the end of the week for the tracking number. When I called, they had not placed the order because of some missing documentation. If so, why did someone not call or email me? Again, I sent them what they said they needed. Still, no order was placed. I am now calling everyday. Everyday I had to repeat the entire history of this order. Don't they make notes like most customer service businesses?
Long story short, it is now mid October, no order placed, they sent me more email documents to send back and when I asked if they can now provide me with the shipping number, I am told, again to call back tomorrow. Really? Again? I guess I will see tomorrow. If they say they will call you back, don't wait for that call. You could die waiting. Now being able to use the CPAP for more than an month has started to have an impact on my overall health. I hope that I survive this unacceptable service from a Healthcare provider that clearly does not care about their customers.
SANTA ROSA, CALIFORNIA -- I never thought a company would (seemingly) set out to screw up simple supply orders until I worked with Apria. They may have won first place for the worst customer service in the healthcare industry. My complaint is not due to a few botched up orders, but over 30 in the last 9 years. I order CPAP supplies, such as masks, filters, chinstraps, etc. Most of these are repeat orders. Not one time in over 30 attempts have they sent me a complete order correctly! These guys must have to work hard at screwing up orders! Please understand, if I don't use this CPAP (a machine that pumps air in my lungs when I sleep), I could have a stroke and die. A few quick examples:
On my order three months ago, I mentioned the problems I have had and requested that they get the order right for the first time. You'd think that would assure a correct order, right? I ask them to send me the blue neoprene chinstrap, NOT the white 4" one. They see past orders, identify the correct strap and orders it for me. What do I get but the white one!
I need filters for my CPAP machine. I have dust allergies and have sneezing attacks. I order the filters and they assure me they will be there in two to three days. I call to complain "I haven't received the filters after a week - I'm beginning to wake up sneezing." They say "the filters are ordered and should arrive any day." Another week goes by, same response, any day now. Three weeks go by and I'm not getting much sleep because I wake up at night sneezing, blowing my nose. They say "it should arrive in the next day or two."
A full month later, I'm waking up with a bloody nose and my mask full of blood! I tell them to "do whatever it takes–GET IT HERE!" I call national Apria customer service number. They apologize profusely and assure me they will have the Santa Rosa, CA office looked into and that this is an isolated incident. Here we are, FIVE WEEKS LATER, I ask where my filters are – THEY HAVEN'T EVEN BEEN ORDERED!
After sending me the wrong filter twice, I email them with the exact part number, taken from the package. I even take pictures of the filters they sent me that were wrong (pink and yellow) and show them the right one that's white. What do they send me but more of the pink and yellow ones!
The last time I got the Northern California manager to look into my need for a BiPAP machine (I want to be sure I get the right one for my needs). He assures me he'll take care of it. A week later, he's too busy, so he refers me to "his expert in BiPAP machines". After going round and round with this lady for 45 minutes, it turns out she doesn't know much about BiPAP machines at all and I know much more than she knows! I don't have time to go on about this, this is crazy!
They have had three managers of the office in Santa Rosa in the last three years, still they promise me the world and assure this will not happen to me again, but each time it does! Even the people who work there think that they are a joke! Now I see that others have had the same kind of experience elsewhere in the US. God, help them!
COLORADO SPRINGS, COLORADO -- My experience with Apria has been a nightmare. 1) Hold times on phone 35-60 minutes. 2) Doctor had to send order for Oxygen 3x. 3) Billing practices: They continue to bill for months when they have already been paid by Insurance. Even after numerous calls to them, Apria threatened me with a collection agency. Apria's local office faxed proof of insurance payment for last 9 months to the appropriate dept. Apria continued to bill and I continued to call for an explanation. Finally an agent told me to ignore the bills until they got it straightened out. So I did.
After a few months and hours on the phone with them, Apria sent a corrected bill for $43+ which is my deductible. Unfortunately I was out of state when the bill came. About a week later someone named Leonard called from Apria saying that my bill was seriously delinquent, and that if I didn't pay it immediately, I would be turned over to collections. I sent them a check and as soon as I return home, I will get a new company. Apria made my life miserable and wasted hours of my time.
SARASOTA, FLORIDA -- All I called for was to request an invoice because I had lost the original and I needed to send one to my insurance company. What I got was 30 minutes on the phone with 3 transfers (4 total contacts) and the last one claimed she couldn't hear me and hung up.
I started providing negative feedback the second time they asked my permission to transfer me to the department that could help me. They took the time to type in my negative feedback before making that transfer and from that point on, I was sure I was being hot-potato'd after long holds between. Oh what fun they were having with me!
Before moving to Florida, I worked in Iowa with a local hospital-owned medical supply store. My new PCP in Florida recommended Apria for my CPAP supplies. After this experience, I will seek out something more local. There seem to be lots of choices here.